Communicating with customers via social media allows companies to respond to customer concerns in real time, build brand loyalty, and receive useful feedback. A well managed social media account can turn a negative customer experience into a positive interaction and improve a company’s reputation with consumers.
However, the opposite is also true and a mismanaged account can have a lasting negative impact. A key part of social media interaction is how a company handles the initial response. Here are three tips to start the process off on a positive note.
Three Steps For Positive Customer Interaction
First and foremost a company should respond to customer complaints or questions in a timely fashion (within an hour). Being ignored only increases customer frustration. Also, many social media complaints go ignored so by being responsive a company stands out for the better.
A company should address a customer by their name (or username) and also sign their postings as well. This helps frame the conversation in a friendly tone. By referring to a customer by name it shows a company cares about them as an individual.
Not all customers want their conversations with a company made public. A business should always be aware of a customer’s comfort level with a conversation and offer to it move it direct messaging if desired.
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